Customer effort, Customer emotions, Metrics and Multichannel

Multiexperience: Where the customer journey and employee journey converge

TechSee

AUGUST 26, 2020

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.

Self service

Self service Customer effort Multichannel Metrics

5 Essential Tips for Measuring Customer Satisfaction

VocalCom

MAY 29, 2017

How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.

Abandon rate

Abandon rate Contact center software Average Handle Time Contact Center

Customer Contact Central

Multiexperience: Where the customer journey and employee journey converge

5 Essential Tips for Measuring Customer Satisfaction

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